Hybrid: Financial Services Client Success Associate

Vestwell; King of Prussia (PA); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Hybrid in-office

Job summary

Vestwell is seeking an energetic Employer Services Senior Associate to support Plan Sponsors via email and phone, utilizing policies to resolve issues and escalate when needed. You will work cross-functionally to ensure client satisfaction, while maintaining a proactive, data-driven approach to service delivery.

The role emphasizes hospitality, accuracy, and quick decision-making, with a hybrid in-office setup in multiple cities. Strong curiosity and problem-solving are highly valued.

Qualifications

• Minimum of 2 years in a Services role in Retirement or Financial Services.
• Strong time management and organizational skills for high-volume inquiries.
• Proficiency with Excel/Google Sheets, Word/Docs, Acrobat; accurate data handling.

Responsibilities

• Assist with a book of business of advisors and sponsors; address administration issues.
• Manage client expectations to align with process and timing standards.
• Collaborate across internal teams to resolve client issues and communicate resolutions.
• Identify and resolve one-touch tickets at first contact using online tools.
• Provide detailed, accurate responses to client emails and inquiries.
• Share data-driven insights with product teams to improve platform and roadmap.
• Participate in client conference calls to provide status updates on remediation.
• Be the friendly first point of contact for high volume inbound calls.
• Follow up to ensure top-tier service and timely resolutions.
• Document updates in client accounts and adhere to SLAs.
• Support compliance with Legal and Compliance when needed.
• Host or moderate webinars to walk sponsors through registration and portal.

Skills

Customer service

Time management

Critical thinking

Problem solving

Curiosity

Attention to detail

Tools

Excel

Google Sheets

Microsoft Word

Adobe Acrobat

Job description

Vestwell is seeking an energetic Employer Services Senior Associate to support Plan Sponsors via email and phone, utilizing policies to resolve issues and escalate when needed. You will work cross-functionally to ensure client satisfaction, while maintaining a proactive, data-driven approach to service delivery.

The role emphasizes hospitality, accuracy, and quick decision-making, with a hybrid in-office setup in multiple cities. Strong curiosity and problem-solving are highly valued.